Mid-Market Client Success Manager

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

Our Customer Success team oversees the entire customer lifecycle, working to support employers, life insurance carriers, and other organizations from implementation onwards. We are dedicated to creating an incredible partner experience, demonstrating the powerful impact Empathy can have on families dealing with loss. The Customer Success Manager will be resourceful and process-oriented, focusing on supporting our mid-market partners.

This role follows a hybrid work model and requires regular commuting to our office located in the Flatiron District.

Responsibilities:

• Support 10-15 new and existing Empathy life insurance and employer partners, responding to their needs and questions, with a focus on creating a best-in-class partner experience
• Oversee the entire partner journey, including implementation, ongoing engagement, upsells, and renewal
• Manage day-to-day partnership responsibilities, including tracking tasks and deliverables, leading partner meetings, and reporting on various metrics to demonstrate the value of the Empathy product
• Work cross-functionally with Product, Marketing, Care, and Business development to ensure Empathy is thoughtfully prepared to meet mutual partnership goals

• 4+ years of professional experience working with external customers/partners in either account management, partner/customer success, implementation, consulting, or project management
• Exceptional organizational skills and attention to detail
• Thrive in a fast-paced and ambiguous environment
• Bachelor’s degree

Preferred Qualifications

• Experience at a high-growth, early-stage startup
• Experience in the B2B2C vendor space
• Familiarity with Salesforce (or other CRM), Asana, and Slack
• Understanding of the life insurance space
• Comfortable with pulling data from dashboards for reporting purpose

The salary for this position is approximately $110,000 - $130,000 base salary with an approximate OTE of $137,500-$162,500 based on performance plus equity and full benefits package. Our salary is to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare with options for $0 deductibles, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!